The high cost of operating large computing installations has motivated a broad interest in reducing the need for human intervention by making systems self-managing. This paper explores the extent to which control theory can provide an architectural and analytic foundation for building...

Capacity planning and management of IT incident management services based on queuing models / Ta-Hsin Li, Juhnyoung Lee -- Modeling and optimization of complex service delivery Systems / Yixin Diao, Aliza Heching -- Organizational models for service delivery / Gargi B. Dasgupta, Shivali Agarwal,...